Alienware Costumer Service

Question

I just recently purchased a brand new Alienware M14x R.2 from a third party retailer, Costco Wholesale Warehouse, and it has been the worse purchase I have ever made. Upon receiving the laptop and booting it up, I was greeted with an error message code: 'Boot MGR Error, Press any key to restart' Because the computer still worked after pressing any button and booting up normally, I thought nothing of it. Then less that a month later the computer started having software issues. Having installed a game that worked perfectly on both my Windows XP and windows 7 computers, the game wouldn't work on my Alienware. The next day, the computer developed a chronic condition to freeze on me randomly. It would happen anytime, using any program, and it wouldn't unfreeze using any program. Please note that I did not spill, drop, hit, or do any superficial damage to my laptop, I had it less than a month and I have been having a major problem. So I called up customer service. I can honestly say I have never had to deal with a more impossible support team. When I first called, I was guided through Dell Diagnostics by a team representative. That did no good and the computer would freeze when we used safety mode. However the technician somehow garnered that the issue was with my hard drive. So he sent out an in-house technician to install a new hard drive. Upon looking at my laptop, the guy figured that the issue probably wasn't a hard drive issue, but a RAM issue. He recommended that I have my laptop serviced by a dell repair shop. So, I called up again and had my laptop shipped away. For two weeks they worked on my laptop, and when I finally got it back, the service report noted that the team installed another new hard drive onto my computer, and reinstalled my OS, and 'other Software'. I turn on my laptop, and what am I greeted with? 'Boot MGR Error, Press any key to restart' I was livid. I had my laptop all of two months, and for one month I didn't even possess it in any working condition. I called up costumer service AGAIN. And this time, they finally promised me what I wanted the whole time, a brand new replacement laptop. I was so happy, the guy said that I would get it in 10 business days. On Business day 9, I called up. The order was never placed to send me a new laptop. I spent an hour and a half talking to five different people about my issue, and they directed me to the warranty department, the Alienware Dept, and every other Dept. under the sun until finally one of the technicians told me to wait for a call from the original person who placed the order for the replacement laptop. I waited until 11:30 that night. And guess what? NO CALL. The next day I packed up my laptop, now 10 weeks old, and returned it back to Costco. I was so angry with Dell, and infuriated with their customer service. I spent well over $1,800 on this laptop, and all I got was a glorified paper weight. I wanted this laptop since I was a little kid, and saved up for it for FIVE years.This purchase has ruined my respect for Dell and for Alienware, and from now on I'll be taking my business to other companies. Their inefficient, unresponsive, and just plain, unknowledgeable staff has most certainly NOT lead me to having a nice day as every single phone rep. told me to have at the end of each call.  At the very end, I was sent an E-mail with the specs of my laptop from a dell rep. At the very bottom  there was a tab that read: How was your experience? Please contact my manager  Non-public info removed as per TOU> witth any feedback That tab directed me to this forum, not a dell manager.  This is just another blatant show that Dell doesn't care at all for its costumers and that they really only want your money and nothing else, they care not for the customer, nor their happiness. I'm so lucky that I bought from a third party retailer that allowed me to return this hunk of junk, otherwise I would have been stuck with the most useless high tech piece of junk I ever bought.

Virtue · Answer

Ditto... Also recently called and it took FOREVER for the Alienware Tech to determine my options and in the end just wasted my time, laptop returned.

Locked Topics – Alienware General

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